What is this page about: How to reach Light support, through the Help Center, email, or Slack and Teams, what information to include in a support request, what's out of scope for support, and what to expect from the response and escalation process. Also covers known issues to expect when filing a support ticket, like transcript attachment failures, description length limits, and tickets not linking to your account.
On this page
- Support Overview
- Support Channels
- Information to Include in Support Request
- What to leave out
- Example Support Request
- Support Response Process
- Self-Service Resources
- Common Issues Support Can't Help With
- Premium Support
- Escalation
- Feature Requests and Feedback
- Scheduled Maintenance
- Known Issues When Filing a Support Ticket
- Related Articles
This article explains how to reach Light support, what information to include in your support request, and what to expect from the support team.
Support Overview
Light support covers technical issues, usage questions and troubleshooting, across the Help Center, email, and the Light bot in Slack or Microsoft Teams.
Support Channels
Help Center (Docs)
The quickest way to find an answer is the Light Help Center.
- Go to app.light.inc
- Click the Help icon in the left sidebar
- This opens the Light Help Center in a new tab
- Search or browse articles for guidance on the feature you're using
The Help Center is best for:
- Quick questions about how to use a feature
- General usage help
- Non-urgent troubleshooting
Note: The Help icon opens the docs site, not an in-app chat. For issues the docs can't resolve, contact support by email or through Slack/Teams (see below).
Support Tickets via the AI Assistant
If you're chatting with Light's AI assistant (for example, in Slack or Microsoft Teams) and it can't resolve your issue, or you ask it to, it can create a support ticket for the Light support team directly from the conversation.
- Describe the issue in the chat (or ask the assistant to create a support ticket)
- The assistant drafts the ticket for you, with a subject, description, and priority (Low, Medium, or High; defaults to Medium)
- Review the draft and confirm, or request changes before it is submitted
- Once confirmed, the ticket is created and you receive the ticket number
The assistant includes a summary of your conversation with the ticket, so the support team has full context. If you are experiencing an error, sharing screenshots, relevant URL links, or a screen recording can help the team resolve it more quickly. The support team will follow up with you directly.
"The Light bot" in Slack or Microsoft Teams
If your organisation has connected Light to Slack or Microsoft Teams, you can mention the Light bot directly in your workspace.
- Open Slack or Microsoft Teams
- Mention the Light bot in any channel or direct message
- Ask your question
- The bot answers in the thread
Use this when you want an answer without leaving your communication tool.
Note: The Slack/Teams bot is powered by AI. For issues that require a human support agent, ask it to create a support ticket, or contact support by email.
Email Support
For issues that need human attention, email the Light support team.
- Email: help@light.inc
When emailing, include:
- Your company name and account ID
- Affected users (if not just you)
- Detailed description of the issue
- Error messages (exact text or screenshots)
- Steps to reproduce the issue
- When the issue started
A member of the support team will review your request and follow up with you.
Information to Include in Support Request
When contacting support, include:
Essential Information
-
Company and Account Details
- Company name
- Account ID or billing email
- User affected (your email or other users' emails)
-
Detailed Issue Description
- What were you trying to do?
- What happened instead?
- How is this affecting your work?
- Is this blocking you?
-
Error Messages
- Exact error text
- Screenshot of error if possible
- Where error appears (URL or menu path)
- When it started happening
-
Steps to Reproduce
- Numbered steps to make the issue happen again
- Be as specific as possible
- "Go to Transactions → click the transaction → click Edit"
- Include exact values if relevant
-
Impact
- How many users affected?
- How is your business impacted?
- What can't you do?
- Do you have a workaround?
Helpful Information
- When did the issue start?
- Has it worked before?
- Did you change anything recently?
- What browser/device are you using?
- Relevant file names or transaction IDs
- Screenshots or screen recordings
What to leave out
Keep all of the following out of a support request:
- Bank credentials or passwords
- API keys or authentication tokens
- Credit card numbers
- Social security numbers
- Other users' passwords
- Sensitive customer or vendor information
Important: If you accidentally share sensitive information, let support know immediately so they can delete it.
Example Support Request
Good Example:
Subject: Cannot upload invoices via AI parsing
Description: I'm unable to upload invoices through the AI data extraction feature. When I click "Upload Invoice" in the Bills section and select a PDF, the system shows an error "Invalid file format" even though the file is a valid PDF exported from Acme Corp.
Steps to reproduce:
- Go to Bills → Upload Invoice
- Select PDF file (test-invoice.pdf)
- Click "Upload"
- Error appears
Error message: "Invalid file format - Expected PDF received unknown"
This started today. I was able to upload invoices normally yesterday. I'm on Windows 10 using Chrome browser.
Impact: I have about 20 invoices to process today and cannot upload them. I'm currently manually entering the data which is taking significant time.
Browser: Chrome 123.0
OS: Windows 10
Poor Example:
Subject: Something's broken
Description: The upload thing doesn't work. I tried uploading stuff and it gave an error. Please fix this. My password is MyPassword123 if you need to test my account.
Attachment: Screenshot.png
Support Response Process
When you submit a support request:
- Acknowledgment: You receive a confirmation email with ticket number
- Initial Review: Support reviews your request
- Investigation: Support may ask clarifying questions
- Solution: Support provides solution or workaround
- Verification: You confirm the issue is resolved
- Closure: Ticket is closed
During investigation, support may:
- Request additional information
- Ask to reproduce the issue while they watch (screen share)
- Request access to your account (with your permission)
- Test your issue in our test environment
Self-Service Resources
Before contacting support, check:
- Help Articles: This knowledge base may have answers
This is often the fastest way to find an answer without waiting on a support ticket.
Common Issues Support Can't Help With
Light support handles Light-specific issues. These are outside support scope:
- Bank issues: Bank account problems, connection failures from the bank (contact your bank)
- Internet issues: Slow internet, connectivity (contact your ISP)
- Computer issues: Software conflicts, malware (contact IT)
- Email issues: Verification emails not arriving (check spam; may be email provider)
- CRM issues: Salesforce or other third-party issues (contact that vendor)
For these issues, work with the relevant provider.
Premium Support
Light offers premium support options for teams that want more high-touch assistance. Contact your account manager to learn what's available and what fits your needs.
Escalation
If you're not satisfied with a support response:
- Reply to the ticket asking for escalation
- Explain why the solution didn't work
- Provide additional details or context
- Your ticket moves to a senior support engineer, who will follow up with you
Feature Requests and Feedback
To request new features or provide feedback, contact your account manager or include the request in a support ticket.
Explain the business problem the feature would solve, and include use cases and examples where possible. Feature requests help guide Light's roadmap.
Scheduled Maintenance
Light schedules maintenance periodically to improve stability and add features. Light may be temporarily unavailable during a maintenance window. If you have questions about an upcoming or ongoing maintenance window, contact support.
Known Issues When Filing a Support Ticket
Your conversation transcript may not attach to the ticket
Symptom: The support team can't see any of your prior conversation on the ticket, even though you discussed the issue with the assistant first.
Solution: Paste the key details directly into the ticket description as well, so the team has them whatever the transcript does.
Very long descriptions can get your ticket rejected
Symptom: Ticket creation fails when the description is very long (over 10,000 characters) or the subject is over 200 characters.
Solution: If the assistant's drafted description looks very long, ask it to shorten the summary before submitting, or trim it yourself when reviewing the draft.
Ticket creation can be unavailable in some environments
Symptom: The assistant returns an error instead of a ticket number when you ask it to file a ticket.
Solution: Use Email Support instead so your issue still reaches the team.
Your company and contact info may not be linked to the ticket
Symptom: Support has trouble tracing a ticket back to your account. Your company name only appears as text in the ticket, and if your account has no email on file, the ticket isn't linked to a contact record either.
Solution: Always mention your company name and account ID explicitly in the ticket description. Make sure your account has an email on file so the ticket can also be linked to a contact record.
Changing a ticket's priority or escalating it happens over email
Symptom: You want to raise the priority or escalate a ticket after it's already been filed, and you're looking for a control in the app.
Solution: Reply to the confirmation email or ticket thread directly and ask a human agent to update it. The support team runs escalation through their own process.